On Our Minds - Recent Posts


How Good is Your Voice of the Customer Program?

April 4, 2018 By Randy Brandt

Throughout a series of blog posts, my colleagues at CX Solutions and I have been sharing findings from our recent Voice of the Customer (VoC) Practices and Effectiveness Study. Early in the series, we discussed ten keys to VoC program effectiveness. We went on to describe how, in our online survey of 289 organizations, managers […]

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Experience Matters

March 15, 2018 By Todd Hamlin

I recently had the honor of attending the Qualtrics X4 Summit in Salt Lake City, UT, at the beautiful Salt Palace Convention Center.  It was my first time attending, but hopefully not my last. I wasn’t sure what to expect from the Summit, there were many famous speakers, and more than enough fascinating sessions to […]

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Follow-up – The Biggest Moment of Truth

March 7, 2018 By Cindy Grimm

Within the past two days, I have had two memorable customer experiences, one good and one bad, and they both related to the same thing – follow-up. First the bad — I left a message yesterday for a kennel where I wanted to board my dog for an upcoming trip.  This is a kennel I […]

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Voice of the Customer – Much More Than Surveys

November 9, 2017 By Cindy Grimm

By Cindy Grimm, Chief CX Officer While many organizations want to hear more of the “voice of the customer” and quickly launch surveys to gather that feedback, few actually reap the benefit of that data in a way that increases customer satisfaction and more importantly increases customer engagement and loyalty.  With today’s easy-to-use survey tools, […]

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More Lessons from CE Leaders – Why Southwest Airlines Succeeds at Customer Engagement

May 3, 2017 By Cindy Grimm

Over the past several weeks, CX Solutions and Voice Crafter have been sharing results of our 2016 Benchmark Study of Customer Engagement. We’ve provided a definition of Customer Engagement, tried to demonstrate why it matters, revealed some of the brands that are CE leaders, demonstrated the impact of effective contact handling, and last week, stressed […]

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